Provide Better Customer Journeys
Simplify the Travel and Hospitality Experience for Every Customer
Help bargain-hungry customers complete more journeys with your business and build increased loyalty. Offer the exceptional experiences that keep customers working directly with you instead of with aggregators. Provide personalised, omnichannel engagement, utilise customer preferences and call context and apply business knowledge to intelligently route customers to the best available resource. Offer customers help through direct access via mobile devices to assisted-service through voice, chat and email. Notify agents what has already occurred and where each customer resides in his or her customer journey.
Reduce Customer Effort and Increase Brand Loyalty
Provide the value of a differentiated experience to travellers and drive increased profitability.
Improve Social Engagement
Provide help to travellers when they reach out through social channels to solve problems while travelling. Capture, analyse and route social posts to the best resource, allowing fast response and the ability to move public conversations to private channels for resolution–reducing negative impacts and increasing customer loyalty.
Provide Proactive Web Engagement
Help travellers complete more transactions on the web so they don’t need to call, and keep them from going elsewhere. Monitor customers’ web behaviour and proactively offer assisted service.
Optimise Your Workforce
Plan, train and assess your workforce so that the best people are available to assist your best travellers when needed.